On Demand Webinar

Meeting Customer Demands with Social Support

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Support Service organizations are looking for every opportunity to assess customer experience, lower customer effort, and transform themselves. One of the easiest ways to do all of this is use social support tools and social listening to your full advantage.

Each year, TSIA publishes “The State of Social Support” outlining how customer preferences for channels and devices are evolving to include social and digital channels at an amazing rate. Customers across all age brackets are abandoning the more traditional channels such as phone and email. With customer experience and customer effort being front of mind for most companies, support organizations must leverage these customer preferred channels in order to meet the increased customer demands.

In this 30-minute webinar, led by TSIA’s Tim Lopez, Director, Support and Social Research, you’ll get the latest insight and data on the following:

  • 2018 customer channel preferences across assisted, unassisted, and social channels
  • Trends for social tool usage in the industry
  • Current social listening practices to gain visibility into customer sentiment
  • Improvements in key metrics for companies with social support vs. those without


Presented By:

Tim Lopez

Director, Support Services and Social Research, TSIA

Publish Date: August 10, 2018